Support Engineering Manager

About Freshpaint:

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care _ and _ safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today
2. Future additional product lines! Our core product provides a platform that we're building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we only hire within the US. Many of our team is concentrated in various metro areas like SF or NYC. To balance out our remote-ness, we gather the team 2x times per year for offsites. We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool. If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

Support Engineering Manager

The Support Engineering Manager will lead and scale Freshpaint’s frontline Support Engineering team, ensuring high-quality, customer-centric technical support while driving operational improvements. This role is critical in increasing support efficiency, reducing resolution time, and building a scalable support function that enhances customer satisfaction and retention. By fostering collaboration between Support Engineering, Product, and Customer Success teams, this leader will ensure a seamless post-sales experience, contributing to Freshpaint’s long-term customer trust and growth.

In this role, you will accomplish:

• Improve Support Efficiency & Ticket Resolution Time – Reduce average ticket resolution time by 10% within the first 6 months through optimized processes and better tooling.
• Enhance Product Reliability & Customer Trust – Implement structured incident response and escalation processes to ensure faster resolution of critical customer issues.
• Scale & Develop the Support Engineering Team – Hire, onboard, and coach a high-performing and extremely technical team that aligns with Freshpaint’s values and goals.
• Drive Product Improvements - Act as the voice of the customer based on your frontline knowledge of customer needs and your expertise in the product - work alongside Product Managers and Engineering leaders achieve this
• Contribute to IC Support Engineering Work - Take over escalated tickets and issues and take them to resolution.

What You’ll Do (Day-to-Day Responsibilities):

• Lead and manage a team of Support Engineers, providing mentorship, training, and performance management.
• Own and optimize support operations, driving improvements in efficiency, response time, and customer satisfaction.
• Partner with Product and Engineering teams to ensure rapid response to critical customer issues and drive long-term reliability improvements.
• Establish and enforce SLAs, escalation processes, and monitoring frameworks to maintain a high level of support quality.
• Drive automation and tooling enhancements to improve troubleshooting capabilities and reduce repetitive tasks.
• Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers
• Develop reporting and analytics to measure and continuously improve the effectiveness of the support team.
• Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy
• Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works
• Manage internal documentation to keep runbooks/procedures up to date and to share knowledge with the team
• This is a startup environment. You’ll also be required to jump in, roll up your sleeves and contribute to IC work.

Requirements – what you’ll bring:

(If you don't meet all of these requirements, you should still apply. We're big on high-slope individuals, so if you can quickly grow into some requirements we'd love to hear from you)

• Proven Experience in Support Engineering Management – 3+ years of experience leading technical support or customer-facing engineering teams in a SaaS environment.
• Technical Acumen & Troubleshooting Expertise – Strong ability to understand complex technical issues, support debugging efforts, and guide engineers on customer problems.
• Problem-Solving Mindset – Demonstrated ability to research and troubleshoot technical issues efficiently. You take initiative to figure things out but aren't afraid to ask for help to get the customer what they need.
• Customer Empathy – High level of empathy and a strong focus on customer experience. You communicate effectively with customers, resolve technical issues, and address their concerns with the product.
• User-Centric Approach – Naturally curious and empathetic, with a strong ability to surface and share customer insights across the team.
• Results-Driven Mentality – Quick learner who adapts to new tools and technologies with ease. You take ownership, solve problems proactively, and move fast to get things done.
• Self-Sufficiency & Prioritization – Able to operate independently, prioritize effectively, and manage multiple tasks without requiring constant direction.
• Operational & Process Improvement – Experience implementing processes that enhance support operations, such as automation, ticketing efficiency, and knowledge base expansion.
• Cross-Functional Collaboration – Strong ability to work with Engineering, Product, and Customer Success teams to escalate, resolve, and prevent recurring issues.

Nice to Have:

• Experience in healthcare, data privacy, or compliance-heavy environments where security and reliability are critical.
• Familiarity with HubSpot, Zendesk, or other support tools to drive automation and reporting improvements.
• Experience leading a global or distributed support team in a high-growth environment.
• Familiarity with analytics tools or data warehouses (e.g., Looker, Tableau, Snowflake).
• Experience with tag management systems like Google Tag Manager

Benefits - what we offer in return:

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.
• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.
• Freshpaint Fridays: Half-day Fridays. Every week.
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.
• 100% remote
• Flex in-office if you want with $150 coworking credits each month
• 401k
• Health, dental, and vision insurance - 100% of premiums covered by the company (some states it’s 99% because laws) for you & 80% for any dependents.
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.
• Generous parental leave
• Regular team offsites - 2x times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past.
• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors.

What happens after you apply:

If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.